Head of Operations

Looking for a Head of Operations role in a leading organization in Gold Loan Industry

Reporting To: Founder

Location: Sector 18, Udyog Vihar, Phase IV, Gurugram

Working Days: 6 days per week, in-office

Compensation: Commensurate with experience

Role Overview

The Head of Operations will serve as the operational right hand to the Founder, taking complete ownership of day-to-day operations across the branch network and freeing the Founder to focus on strategy, expansion, and new vertical development.

This is a hands-on leadership role at a fast-scaling, founder-led organization. The successful candidate will be responsible for standardizing processes across the existing outlet network, driving operational efficiency, and building the systems and team capability needed to support the companys expansion plans.

Key Responsibilities

Branch Network & Operations

• Take complete ownership of daily operations across the company-owned outlet network, ensuring consistent service standards, efficiency, and customer experience

• Standardize operational processes, SOPs, and protocols across all branches to ensure scalability and compliance readiness

• Monitor operational KPIs across the branch network — including footfall, conversion, ticket size, customer satisfaction, and branch-level efficiency — and drive continuous improvement

• Manage branch-level escalations, resolve operational issues quickly, and keep the Founder shielded from day-to-day operational fires People, Admin & Support Functions

• Lead HR operations including recruitment for branch staff, onboarding, training, performance

management, and team retention

• Oversee administration, facilities, and security operations (including CCTV systems) across the outlet network

• Manage IT systems and infrastructure in coordination with internal IT resources, ensuring branch operations are well-supported technologically

• Build a structured training and development program for branch teams to lift the overall capability of the operating workforce

Compliance & Process Excellence

• Ensure compliance with all statutory and regulatory requirements applicable to the business, including AML/KYC protocols for high-value transactions

• Build the operational foundation required to support future expansion and new vertical launches

• Implement strong process management systems (PMS) across operations, with appropriate dashboards, audit trails, and review mechanisms

Expansion Support

• Support the Founder in operationalizing new outlet launches and geographic expansion, including sturdiness, staff onboarding, and process roll-out

• Build a replicable operations playbook that allows new outlets and new cities to be opened with consistency and speed candidate Profile

Experience

• 15–22 years of total experience, with the last 5+ years in a senior operations leadership role

• Proven track record of running branch-led, multi-location operations at scale

• Direct experience working with founders, promoters, or family-run leadership in an entrepreneurial setting (3–5 years preferred)

• Demonstrated ability to take operations off a founders plate and run them independently

Core Competencies & Traits

• High integrity and ethical standards

• Strong execution mindset — practical, hands-on, results-oriented

• Street-smart and grounded; comfortable in a fast-moving, founder-led environment with informal decision-making

• Strong people management skills, particularly with branch-level operating teams

• Genuine drive to scale a business — fire in the belly, not just status-quo management

• Consistency and reliability — does what they say, when they said they would

Why Join Us

• Direct access to and partnership with a visionary, hands-on Founder building one of NCRs largest organized retail networks in the segment

• Ownership of an entire operational function from Day 1 — fast decisions, no bureaucratic layers

• Critical leadership role at a profitable, bootstrapped business with strong fundamentals and clear expansion plans

• Centrally located Gurugram HQ, with reasonable working culture (output-focused, sustainable hours)